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Detailed Job Description:

Monitors and analyzes Help Desk requests; performs initial triage, evaluation, second tier resolution, or transfers requests to a senior level technician as needed. Creates and maintains user identities; allocates enterprise licenses, administers secure user access to AD and Azure secured shared resources for Executive Branch agencies; ensures access is compliant with HIPPA, CJIS, PCI, FTI, FERPA, etc. requirements. Administers and troubleshoots secure user access to email resources and collaboration platforms for Executive Branch agencies; includes managing email accounts, distribution lists, and other shared mail resources; provides second tier support. Works with and creates PowerShell scripts to provide efficiencies for and optimization of identity management processes. Provides file recovery with Volume Shadow Services and current file backup software. Provides guidance for user self-service of cloud file and email recovery. Installs, manages, maintains, and troubleshoots shared network print objects and multifunction devices for Executive Branch agencies. Installs, manages, maintains, and troubleshoots uninterruptible power devices for MCS servers where building level service is not available. Develops, maintains, and follows, documentation related to MCS processes, procedures, and standards. Contributes ideas for process and workflow improvement. Partners with technicians from other DoIT divisions and bureaus to provide support and solutions. Follows all established DoIT and State policies, standards, and procedures.

Experience required: 2-3 Years